Workabuddy

Founder

NHS England

Associate Director of Programmes & Transformation

Key responsibilities:
-	Lead the programme management, business management and communications and engagement functions of a national, multi-partner programme (between the NHS, Department of Health & Social Care, Ministry of Housing, Communities & Local Government and the Local Government Association) to support the delivery of the Better Care Fund (national policy to integrate health, social care & housing services).
-	Lead the development of a large-scale transformation programme by reviewing the existing operating model for the support programme (for the Better Care Fund), and the operational strategy to drive change towards an improved target operating model.
-	Review the project management office (PMO) function, by undergoing a discovery/design project to determine key improvement opportunities and mobilise these into the implementation/review phase.

Senior Programme Manager

Arata Solutions

Key responsibilities:
-	Providing specialist support related to various change management initiatives through customer journey mapping, strategy development, process re-engineering, focussed research, creation of delivery roadmaps & reviews of organisational practices.

Top 5 achievements:
1.	Developed operating model framework:  Developed an overall customer experience framework for a start-up based in the music industry by producing a high-level operating model, insight & contact strategy and delivery roadmap.
2.	Created end-to-end customer journey maps:  Produced end-to-end customer journey maps for a variety of clients (cross-industry), mapping the key customer milestones/touchpoints and identifying recommendations/improvement areas.
3.	Conducted research on varying approaches to service delivery:  Carried out research on industry-leading approaches to knowledgebase management – resulting in a set of proposals for the client to consider in the development of their tool.
4.	Carried out a deep-dive review of returns process:  Undertook a full review of the returns process, identifying key customer pain points and producing a full-stack suite of recommendations for the client to improve customer satisfaction in this area.
5.	Produced a review of ‘support’ function:  Carried out a full review of a client’s customer support function, reviewing customer journeys, internal processes and operational capability for the client to take into consideration for an organisational restructure.

Senior Transformation & Change Consultant

Catalyst Housing Limited

Key responsibilities:
-	Directing 5 critical customer service functions – contact centre, complaints-handling, quality assurance & customer comms and social media teams.
-	Developing organisation wide CX strategy to drive improvements to customer satisfaction, embedding a customer focus across the organisation and developing the roadmap for pipeline initiatives.
-	Leading the digital transformation from voice to multi-channel, building requirements for CRM to support the digital engagement offer for customers.
-	Responsible for customer communications function, spearheading the development of the social media offer including curation of digital content strategy.
-	Leading the complaints handling function, reducing customer complaints by embedding learning from complaints through translating customer insight into service recovery opportunities.

Assistant Director Of Customer Experience

Key responsibilities:
-	Responsible for management of 9000 properties, incl. developing customer strategy for large-scale regeneration schemes.
-	Leading a team of 22 FTE specialists using customer feedback to deliver dynamic, first-class front-line customer service.
-	Development of long-term strategies for the various neighbourhoods under my responsibility.

Head of Housing

Key responsibilities:
-	Leading the team to create and deliver local neighbourhood strategies to promote sustainable communities.
-	Managing & coaching a tight-knit team of specialists to improve all facets of individual performance.
-	Developing a high-performance culture within the team, achieving KPIs relevant to key milestones in the customer journey.

Area Manager

Provided bespoke customer solutions for a flagship, multi-million pound regeneration scheme.

Housing & Regeneration Manager

Tower Hamlets Homes

Providing a range of front-line services to customers across key milestones of the customer journey.

Neighbourhood Housing Officer

Commenced a graduate scheme, completing CIH Level 4 Housing programme.  Promoted to senior position within 3 months.

Graduate Housing Officer

NSPCC

Managed the co-ordination process for a range of training & facilitation programmes.

Training Coordinator

Union Income Benefit 

Managed a team of c. 30 FTE within an outbound sales call-centre, offering a range of services to customers.

Team Supervisor

Union Income Benefit

Expert level agent, supporting new starters through induction process by side-by-side coaching, 121s and knowledge support.

Senior Family Protection Consultant

Founder @Workabuddy | Teaching people the skills the education system doesn’t - helping them thrive in their careers | Striving to be LinkedIn’s Most Helpful Person

So, my LinkedIn profile has a bit of a split personality.

I’ve dedicated a part of my life to helping people learn the skills they wished they were taught already.

80% of our society are poorly prepared for the future, particularly in landing a job.

And those of you who have managed to land a job?

Well, you may be wrestling and grappling with your career because the education system has failed you.

A system that didn’t teach you:

- how to communicate effectively
- what the working world is really like
- how to lead, motivate and inspire others
- how to problem solve, ideate, and be creative
- how to listen with empathy and present with purpose.

So many skills that you should feel comfortable and confident with.

But sadly you’re not.

77% of people are ready to learn new skills. But you don't have the right systems to teach you.

Now, what if I told you there’s a way to:

- tailor your job application to help you stand out from the crowd
- create an awesome first impression after your CV is reviewed
- identify your best career stories and conversation points
- overcome your interview anxiety and become a natural
- address your fears and challenges in your career path?

Your first reaction may be “Yeah right, like THAT’S possible”, but we’ve already helped hundreds who have all benefitted from our free services.

Not only that, but we also run a free community for you to join.

Where you can::

- access a safe space to share concerns
- level up your career and learn from others
- stretch yourself through our personal growth challenges
- pair up with accountability buddies to achieve those challenging goals
- benefit from support for your everyday work problems and burning questions.

If you’re serious about learning skills to land your dream job and thrive in your career, then head over to www.workabuddy.com (or view my Featured section to find further info).

You may be thinking: “Is this really all free? There must be hidden costs in here!”

I’ll address your concern — Yes, it’s all free. Really. We take great satisfaction in knowing that we’ve helped others in what are clearly challenging times.

So, let’s teach you the skills you need now. Shoot me a message today.

—---

Oh, wait a minute…

I said I have a split personality.

Well, that’s right. It’s split because I work full-time for UK’s national health service too - working in a senior, non-clinical, role where I use the stories I’ve collected over the years to help others along the way.

But that’s a story for another day. 

Right now, I'm here to help you and my DMs are open to you.

Mushtaq Osmani

NHS Digital Academy

Senior Platforms and Relationships Manager

Ipswich Borough Council

Borough Councillor - Stoke Park ward

NHS Leadership Academy

Leading on a project to transform our digital offering for Leadership development across health and social care

Senior Programme Lead

Senior Transformation Lead

Program Manager

Full Stack Developer

Health Education England

Web Developer

Team Sashy

Finding, training and developing people to work with the biggest name in the world for cosmetics, skincare and toiletries. My role is to find and introduce people to AVON, show them what is available and coach them as they start their own business as independent distributors - from where they can take the plunge and do what I do building their own team. Working alongside my wife, we have a team of over 300 representatives and are always on the lookout for more people who want to choose their own hours, set their own goals and drive their own business forwards.

Independent Sales Leader

Flosee Ltd

Web Development and SEO services, serving the Ipswich area with high quality content and SEO services, as well as serving global customers with our award winning eCommerce development

Note: Flosee Ltd is the Limited company that follows on from my work as a sole trader as logon.info (previous position). The only difference being that I changed structure from sole trader to Ltd status and also the trading name.

Managing Director

www.logon.info

A small web development, php programming and search engine optimisation organisation that has grown organically solely by word of mouth. My role is to nurture the business and develop strong relationships with our growing customer base, ensuring that every site we have worked on is fully operational, suitable for the task required and maintaining 100% effectiveness in terms of sales creation for our clients. In addition to this I create and oversee the development of new web based applications that will add to our product range and the offerings we have for our clients. To date these include a specialised Estate Agency web design platform and a website creation and management application for Takeaways and restaurants.

Note: The subsequent position (Flosee Ltd) is an extension of this position, the company simply moved from sole proprietor to Limited company.

Senior Developer

niknakgroup.com

Created the company from scratch to become one of the largest online retailers of jewellery in the UK, through which process I learnt all the necessary skills for web design, search engine optimisation, customer conversion, programming and e-commerce regulations. In 2004 I sold the company to concentrate on the web design aspect of things.

Owner

Strategic and forward-thinking professional with experience in building and improving teams, systems, and programmes to support organisational services and capability.

Self-motivated leader who solves problems and grasps complex concepts quickly to ensure the optimal availability of technology services. Background includes working collaboratively with varied stakeholders across multiple organisations through matrix working, ensuring optimal communication and buy-in for innovation. Well-respected manager who engages with staff to identify their strengths and to ensure they are prepared for additional responsibilities. Career experience in building and managing high performing teams, with a passion for improving accessibility and reducing digital exclusion. 


Key Skills:
Rapid Response Solutioning 
Project Management
Problem Solving
Disaster Recovery
Strategic Planning
Public Speaking
Compassionate Leadership
Supplier Management

Technical Skills:
Agile Methodology
Cyber Security
Continuous Integration
Iterative Development
Digital Infrastructure
LAMP Programming

taplio

The Battle

Mushtaq Osmani

Tony Blacker

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